Chat Support Agent

Atlanta Chefs Association, Inc; Lawrenceville (GA); On-site; USD 22,000 - 34,000; Full time

Job summary

Atlanta Chefs Association, Inc. is seeking a Chat Support Agent to assist members and visitors via web chat, resolving inquiries promptly while maintaining a professional and friendly demeanor. You will document interactions in the CRM and balance multiple conversations to deliver effective solutions.

This role requires strong typing, multitasking, and a customer‑focused mindset. Collaboration with various teams to improve processes and product usability is essential, along with monitoring chat

Qualifications

• Strong active listening and communication skills, both written and verbal.
• Demonstrated problem‑solving ability with a customer‑focused mindset.
• Proficiency in multitasking and managing several chat sessions simultaneously.
• Typing speed of at least 60wpm with high accuracy.
• 0–10 years of experience in customer service, technical support, or related fields.
• Basic computer literacy and familiarity with CRM/chat platforms.

Responsibilities

• Respond to incoming chat requests promptly, adhering to service level agreements.
• Identify customer issues, troubleshoot problems, and guide users to appropriate resolutions.
• Maintain accurate records of each interaction in the CRM system.
• Escalate complex cases to senior support or technical teams when necessary.
• Continuously update knowledge base articles based on common queries and solutions.
• Collaborate with cross‑functional teams to improve processes and product usability.
• Monitor chat metrics and contribute to performance improvement initiatives.

Skills

Active listening

Written communication

Verbal communication

Multitasking

Typing 60 wpm

CRM experience

Customer service experience

Problem solving

Tools

Zendesk

Freshdesk

Job description

The Chat Support Agent provides real‑time assistance to customers via web chat, resolving inquiries efficiently while maintaining a professional and friendly demeanor. This position requires balancing multiple conversations, accurately documenting interactions, and delivering solutions that enhance customer satisfaction.

Key responsibilities

• Respond to incoming chat requests promptly, adhering to service level agreements.

• Identify customer issues, troubleshoot problems, and guide users to appropriate resolutions.

• Maintain accurate records of each interaction in the CRM system.

• Escalate complex cases to senior support or technical teams when necessary.

• Continuously update knowledge base articles based on common queries and solutions.

• Collaborate with cross‑functional teams to improve processes and product usability.

• Monitor chat metrics and contribute to performance improvement initiatives.

Required qualifications

• Strong active listening and communication skills, both written and verbal.

• Demonstrated problem‑solving ability with a customer‑focused mindset.

• Proficiency in multitasking and managing several chat sessions simultaneously.

• Typing speed of at least 60wpm with high accuracy.

• 0–10 years of experience in customer service, technical support, or related fields.

• Basic computer literacy and familiarity with CRM/chat platforms.

Nice to have

• Experience with ticketing systems (e.g., Zendesk, Freshdesk).

• Knowledge of the company’s products or industry.

• Certification in customer service or support (e.g., HDI, ITIL).

• Fluency in a second language.